WhatsApp Business Platform (API) is designed for medium to large businesses that need multi-user access to WhatsApp. Unlike the personal or Business App, it has no built-in messaging interface. Respond.io provides the messaging interface needed to send and receive WhatsApp API messages, along with tools to broadcast to wide audiences and monitor agent and team performance.

WhatsApp API is not free to use and incurs charges based on the number of conversations. Learn more about WhatsApp Pricing.

If you have a WhatsApp API account from another Business Solution Provider (BSP), migrate your phone number to respond.io.

Before you begin

Prepare the following before signing up for a WhatsApp Business Platform (API) account:

respond.io account — A respond.io account is required to access the sign-up flow.
Phone number — Choose one of three options:
- Use your own phone number
- Use a Meta-provided virtual phone number
- Add a phone number later (not recommended — see below)
Meta Business Manager (MBM) — Required for sign-up. Create one during the embedded sign-up flow if needed.

Phone number requirements

Use your own phone number

The number must be valid and able to receive SMS or a phone call for OTP verification.
If the number is already registered on WhatsApp Personal App or WhatsApp Business App, delete the account first.
The number must not be from any of these restricted countries:
- Crimea (+7978)
- Cuba (+53)
- Iran (+98)
- North Korea (+850)
- Syria (+963)

Note: If a Contact’s number is from a restricted or sanctioned country, outbound messages may still be delivered to them. However, any replies the Contact sends will not be received in respond.io.

Use a Meta-provided virtual phone number

Meta offers free virtual phone numbers (555 business phone numbers) during sign-up. Select Use a display name only during setup to receive one.

Benefits:

No need to purchase a new phone number.
Auto-verified — no OTP verification required.
Completes onboarding without additional setup.

Add a phone number later

Important: This option is not recommended. Selecting it will prevent the Channel from being connected.

This option may appear if your WhatsApp Business Account already has a phone number attached. To complete setup and start messaging right away, add a phone number during sign-up by selecting either:

Use a display name only — to receive a free virtual phone number from Meta, or
Use a new or existing WhatsApp number — to connect your own number.

Selecting one of these options ensures the WhatsApp Channel is fully set up and ready for messaging once sign-up is complete.

Meta Business Manager

Use an existing Meta Business Manager (MBM) or create one during the embedded sign-up process.
Ensure your business complies with the WhatsApp Business Messaging Policy.
Ensure you have Admin access in your MBM.
Ensure your MBM business website is valid.

What is a valid website?
- Viewable and belongs to your business
- Has a matching email domain and web address
- Features your company’s name or logo.

A valid website is a best practice to avoid issues when applying for Meta Business Verification.

Connecting WhatsApp Business Platform (API)

Navigate to Workspace Settings > Channels > click Add Channel.
Locate the WhatsApp Business Platform (API) Channel card in the Channel Catalog > click Connect.
Select your connection method > click Get Started to proceed through the eligibility checks.
ClickConnect with Facebook and log in to your Facebook account.
ClickContinue to grant permissions for respond.io to manage your WhatsApp Business account and billing.
Select an existing Meta Business portfolio and WhatsApp Business Account > click Next.
- To create a new Business portfolio or WhatsApp Business Account: under Business portfolio, select Create a business portfolio; under WhatsApp Business Account, select Create a WhatsApp Business account. Click Next and follow the prompts.
Add your WhatsApp phone number by selecting Use a display name only for a free virtual phone number from Meta, or Add a new number to connect your own.
Verify your phone number with the code sent via text message or phone call (if you selected Add a new number) > click Next.
Review what you’ll share with respond.io > click Confirm.
ClickFinish.

Your WhatsApp Business Platform (API) Channel is now connected to respond.io.

Edit your profile — including profile photo, address, and description — at any time. Learn more about managing your WhatsApp Business Platform (API) profile.

Ensure your WABA/MBM currency is set to USD. This step is crucial to avoid issues with sending business-initiated conversations, even when you have sufficient credits.

Sending a test message

Once the Channel is connected, send a test message to confirm messaging is working.

Send a test message — Use the link https://wa.me/{phoneNumber} to start a conversation with your WhatsApp Business account.
Reply to the test message — Navigate to the Inbox module in respond.io to send a reply.

Use the WhatsApp Link Generator to generate a chat link for your phone number.

FAQ and Troubleshooting

How do I offboard a WhatsApp Business Platform (API) number from respond.io?

If you no longer wish to use respond.io as your Business Solution Provider (BSP), follow the steps below:

Step 1: Delete the Channel in respond.io

Go to Workspace Settings > Channels.
Select your WhatsApp Business Platform (API) Channel.
Delete the Channel.

Step 2: Remove respond.io as a partner in Meta (if applicable)

Go to Meta Business Settings.
Select WhatsApp Accounts.
Open WhatsApp Manager.
Remove respond.io as partner.

What happens after I offboard WhatsApp Business Platform (API)?

Messaging through respond.io will stop immediately.
Existing message history remains in your Workspace (unless deleted).
Removing respond.io as a partner does not delete or downgrade your WABA.
Deleting a phone number from your WABA may not take effect immediately, as Meta may require time to process the change.

What happens if my WhatsApp Business Account (WABA) currency is not USD?

WABAs with non-USD currency are not supported on respond.io and will cause issues sending business-initiated conversations, even if you have sufficient credits.

What you can do

You can migrate your existing WABA into a new WABA. If you need assistance, contact our support team.

Note: Creating a new WABA and connecting it manually is possible, but migration is the preferred approach.

Why am I seeing the error “The WhatsApp Business (WABA) you’re trying to connect already connected with another organization”?

This error occurs when the WABA ID is already associated with a different respond.io organization. WABA IDs cannot be moved between organizations once connected.